Why can't I sign in?

[AC Question]

So my mom used to use the thumbprint thingy to lock her phone. And one day, she can't open her phone with her thumbprints and she forgot her backup password. I told her that maybe we could factory reset her phone. After the factory reset, my mom couldn't even log in to her account and we tried the '72 hours solution' but it still won't work :/ Any other solutions??

 

[Javier P]

That's unfortunate. I think her only hope is taking the phone and personal ID to her carrier and they should be able to unlock the phone. All those security measures are there for a good reason.